Virgin Mobile Broadband2Go "could not update the phone book file"

by Ken
(Michigan)

I bought it from BestBuy. After hours of messing with it, talking to their tech support (I think that they have a list of problems in front of them and if your problem isn't on the list, too bad), and talking to my work tech support... It doesn't work. I'd keep at it but I don't have the time, so I'll return it and try the Verizon product.

Comments for Virgin Mobile Broadband2Go "could not update the phone book file"

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Sep 18, 2012
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Saved my butt NEW
by: TTaylor

I had the same problem on a Vista SP2 system. After no joy after calling Virgin Mobile support, and trying many things including a switch to the original Novatel Mobilink3 connection manager, this fixed my problem. It was probably my fault to begin with, as I had disabled Remote Access along with other services to help the performance and memory use on my laptop. No problem as long as I used WiFi, but I never imagined the BB2G application was using RAS. Since it treats the device as a modem, I guess it makes sense. Thanks!!

Jun 05, 2011
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Telephony and Remote Procedure
by: Previously frustrated

Even Virgin Mobile didn't tell me it was Telephony and Remote Procedure that was keeping me from using my Ovation.

Good work!

Dec 27, 2010
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Virgin Broadband Review
by: PrepaidWirelessGuy

For those of you who are interested, Virgin sent me a MiFi device to test, and I've posted a review of my experience with Virgin's Broadband2Go at the following link:

Read MY Virgin Broadband Review!

Dec 25, 2010
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Enable Remote Access Connection Manager and Telephony
by: Anonymous

Thanks for the tip on enabling Remote Access Connection Manager and Telephony. That fixed the phonebook problem for me under XP Home SP3.

I am surprised the Virgin Mobile installer did not do this.

Dec 25, 2010
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Telephony & Remote Connection Manager Services
by: PrepaidWirelessGuy

This is really great information. I have no doubt that it will help many people. I'm currently testing a Broadband2Go MiFi device, however, if I get a chance to test a USB modem and have difficulty, I will definitely try this tip!

Dec 24, 2010
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Windows XP fix
by: eerl4

I'd like to offer my 2 bits to the conversation. I tried to install the broadband2go software on my desktop running windows Vista SP2 and like many received an error stating that the software could not update the phone book. For me, the problem turned out to be that the Telephony and Remote Connection Manager services were set to disabled on my computer. Switching these to start automatically cleared up the problem. For those unfamiliar with the Services feature of XP, Vista, and I assume Windows 7 it can be accessed through the Start Menu => All Programs => Administrative Tools => Services. If you scroll down and right click on the Remote Access Connection Manager and click on the Dependencies tab you will see that in order for this service to function the Telephony and the Secure Socket Tunneling Protocol Service must also be enabled. Make sure to set these both to start Automatically and reboot your machine. These required services should load automatically at startup. Good luck!

Dec 01, 2010
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Tech Support Should Be Better
by: PrepaidWirelessGuy

While I understand the comment regarding needing to follow set rules for consistency, I do believe there's a general lack of properly skilled people in call centers. It's not as though they were asking for a credit or free service.


A good, knowledgeable person should be better able to troubleshoot. I have a theory that a company should trial paying its call center reps a decent salary (let's say $80K). Note that this wouldn't be just paying the existing work force a higher salary, but offering more money to attract truly capable people. My theory is that in the long run it would be less expensive for the business to have less calls (i.e. better first call resolution), and lower churn b/c customers will be happier with the service they get when they have issues.


Experts say that a customer who's had a problem and are happy with how it was resolved are more loyal, and stay longer than customers who never had a problem.


Anyway, just some food for thought!

Dec 01, 2010
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its not the advisors prob guys its yours
by: Anonymous

tech at vmu have rules people and they cant do anything further than their scope because they will lose their job

Aug 04, 2010
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cannot update phonebook
by: Anonymous

Yes, tech support is reduced to following a list and when those options are depleted they won't upscale the issue to someone who might know more.
Where are all those tech and IT graduates now?
I guess they are not working in support...

Apr 06, 2010
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Issue resolved
by: Anonymous

It was McAfee blocking it for me.

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